WorksheetsCustomer service wrap up lesson
Total questions: 10
Worksheet time: 5mins
What was the quote said by General George S patton about customer service?
"The customer is always right"
"How you think about your customer influences how you respond to them"
"Always do more than is required for you"
"Our attitudes towards others determines thier attitudes towards us"
What is the ultimate goal of delivering superior customer service?
To gain a lot of followers on the companies social media
Increase brand loyalty
The more you are nice to customers the more money you get
So customers tell other potential customers to shop with said company
What is Geo- Fencing
predicting a customers prefernces
Using location-based technology to send marketing messages to smartphone users nearby
When a store blocks off other store websites on your smartphone when you use the store wifi when shopping
Company webistes using your data to show you related products when shopping
Which is NOT an example of service recovery
Fix the problem and check with customer on satisfacation level
Review complaint with customer
Apologize and ask the customer to forgive
Tell the customer to come back tomorrow
What are the two basic keys to building a good relationship with customers?
Establishing customer value and delivering value
Following the customer around the store and offering discounted products
Helping the customer order a product and offering products the sales associate uses personally
Telling the customer you know what product is best for them and leaving out details about certain products so the sales associate can make a sale.
What is a "touch-point" ?
when a customer first sees the stores logo
when a customer first touches a product
any point at which a customer and the company come into contact
the moment a customer first meets a sales associate
What is one objective of customer relationship management
Use information to tailor good and services
To make the customer feel like they made a new friend
To understand how to better manipulate customers
To make sure customers never shop anywhere else
What is the 3rd step in the customer relationship management process
Indentify current customers
Gather specific customer information
Store and analyze information
understand how customers interact with the firm
what is predictive modeling?
When a sales associate studies what the customer is buying at checkout
process that involves the computerized search for meaningful trends in a large amount of data
Uses sophisticated algorithims based on patterns of previous buying behavior to predict the future buying behavior of customers
when managers study which demographic shops in certain sections of the store
What is one way a company can protect a customers privacy?
Tell customers to use a strong password for their website
CRM systems must have robust firewalls
They can't a customer has to do that on their own
Have the customer use a vpn
